Operations | Monitoring | ITSM | DevOps | Cloud

When the pandemic hit, the pressure to adapt ServiceNow training offerings grew exponentially. An increasing number of customers from the Americas, Europe, India, and Australia wanted more virtual classes, more flexibility in scheduling, and more customization. Answering basic project planning questions in a timely manner became more difficult for the ServiceNow custom training and adoption team. With the rising demand, our team resources—spread across the globe—had to scale.

Security is top of mind for many organizations—and for good reason. Recovering from a data breach is extremely costly. In fact, the average data breach costs more than $8.6 million in the US. One of the best ways to defend against cyberthreats is by adopting and implementing security automation.

Collective sighs from being left on hold to customer service are reverberating around the world—especially in Australia. Research from ServiceNow revealed Australians wasted 89.5 million hours on hold trying to resolve complaints in the past 18 months. That’s an average of seven hours per person.

“Try turning it off and on again.” This advice normally works for my mom, but not for me. When I needed to present at an event last year, I got frustrated when I couldn’t connect to the network. The front desk at the venue referred me to technical services. “Uh-oh,” I thought. “Here we go.” But I was wrong. The technical services person quickly assessed my level of know-how and adjusted her talk track to cater to my needs.

One of the first things a voice-over acting coach tells their class is that people can hear your face. Studies back that up, even pointing out that we all have “smile sense”—being able to tell if a speaker on the phone or radio is happy. The same applies to customer service. Customers can tell if the agents they speak with are happy.

No matter where they are on their digital transformation journey, customers want simple, frictionless access to expertise and resources. ServiceNow Impact™, a new service solution for Now Platform® value acceleration, is designed to provide exactly that. ServiceNow Impact affects all aspects of how we work with our customers to accelerate results and develop their expertise.

All age groups demand speed, transparency, and a personalized approach when it comes to resolving customer issues. But new research from ServiceNow reveals a stark gap between how Australia’s oldest and youngest populations want issues addressed. Tech-savvy millennials want to communicate through chatbots, email, and direct messages. Baby boomers prefer to speak to an operator to resolve a problem. Other generations lie somewhere in between.

Transformation. Everyone’s tossing that word around these days to the point it almost seems meaningless. Yet, it’s not. According to the 2021 EY CEO Imperative Study, nearly two-thirds of CEOs believe technology and digital transformation will have the greatest impact on the future success of their enterprises. In fact, 68% of these CEOs plan to make big-time technology investments throughout 2022.

IT service management (ITSM)—the management and support of IT services—is vital for good customer service. It encompasses problem management, incident management, change and release management, and service-level management. Because it’s an integral part of customer service, it’s important to keep it optimized and streamlined. Here are three ways automation can help with those efforts.

Today’s CIOs are like sports team coaches. It’s not enough for them just to prepare their teams for games and have a decent winning percentage. They’re expected to orchestrate imaginative plays that will make the most of a team’s talent and win championships.